Customer Support Senior Associate (Dutch or German Speaking)

With the same care we are watering our flowers and arranging our beautiful bouquets, we are looking after our customers and helping them out.

• Are you customer obsessed and put the customer’s experience first in everything you do?

• Do you enjoy solving complex problems for a variety of stakeholders?

• Can you motivate your team members while being strategic about daily inbox KPIs?

• Do you have a growth mindset and enjoy applying your insights to different challenges?  

• Are you proactive, resourceful and thrive in a fast-paced dynamic environment?

• Can you connect dots and enjoy spotting and solving issues before they become problems?

 Join our Customer Delight Team as a Senior Associate and bring joy to customers' and our teams’ days with every interaction! 

In this role, you'll focus on supporting both our bloomon and Bloom & Wild brands delivering exceptional customer service that leaves a lasting impression. 

As a part of the Senior Customer Delight team, on a daily basis you will support our customers via the management of the inbox and deliver a variety of operational tasks. You will also be responsible for helping the team meet our targets and OKRs via peaks and projects, process improvement and implementation, coaching and training agents while consistently modelling care, initiative and critical thinking. 

In addition to this you will support in the inbox, requiring flexibility and adaptability to meet diverse customer needs. You will solve email, chats and Whatsapps at a high volume from all our markets (we have an excellent translation tool) and support on phone calls in English and German or Dutch. Working on a high volume of tickets with example-leading quality is especially important over peak periods. You will also support complex and escalated tickets and review the quality of agents’ work with an expert and empathetic approach. 

It is essential that you can think in a solution-oriented way and are able to work independently. For this position, it is also a must that you are empathetic and can put yourself in our customers' and agents’ shoes. You will carry out varied work and be given a lot of responsibility straight away. Being organised, proactive and ready to hit the ground running will be essential to success in the role.